If you’re having an issue with a recent order made with your child’s Spriggy card, please take the following steps.
Step 1: Contact the merchant
Reach out to the merchant to follow up your order.
If you have received no response after 5 business days, you can lodge an order dispute.
Step 2: Lodge a formal order dispute
If you haven’t heard from the merchant after 5 business days, we can lodge a formal transaction dispute. This can take from 21- 45 business days and we’ll need you to send us the following:
The order receipt.
Evidence of the communication between the merchant and yourself ( you can send screenshots).
Shipping information for the order (if provided).
Photos of the item/s (if damaged or not as described).
A completed dispute form.
You can only dispute a transaction once, so please ensure you complete the form as accurately as possible.
Please note: A merchant can appeal the decision made by Visa within 30 days if they can provide sufficient evidence that indicates the order dispute was resolved appropriately.
If you need help with any of these steps, please contact us. The easiest way to do this is via in-app chat:
Log into Spriggy using your Parent Login.
Tap ‘Settings’, ‘Help & Legal’ then ‘Contact Member Help’.
Tap ‘Send us a message’.
Choose ‘Top Ups, transactions or transfers’.
Choose ‘Transaction/s on a Spriggy card’.
Choose ‘Dispute transaction’ and follow the prompts.